Shopper
versus
Booker
The InterContinental Brand... the InterContinental Life!
The InterConnnental Life is an experience. We want to deliver our promise of an alluring lifestyle for every guest who stays with us. Our hotels and resorts all over the world promise a luxurious experience and personalized service that stands out from the hotels in the market. To other ho deliver that promise, it is important for us to know our guests and how we can properly address their needs. The involvement starts the me you pick up the phone to answer their calls.
The InterContinental Guest...
As such, it is important to dissnguish both Shoppers and Bookers primarily interested in booking the InterConnnental Brand in order for us to address their specific quessons and needs during the reservaaon process.
An InterContinental Booker...
knows what they want. They expect excellent service in their interaccons with our brand. When they ask a quesson, they expect an answer right away. Time is of the essence for this type of guest.
“I want to book the same room at the InterContinental again. Could you make this happen?”
“If you look at my records you can see a similar itinerary as before...”
An InterContinental Booker...
knows what they want. They expect excellent service to come from Specialists. When they ask a quesson, they expect an answer right away. Time is of the essence for this type of guest.
“I want to book the same room at the InterContinental again. Could you make this happen?”
“Just book me the same one and make sure to send the confirmation to my email right away...”
“I’ll get the same room at this hotel next week. Can you make sure that I also get a car pickup from the airport?”
“If you look at my records you can see a similar itinerary as before...”
To provide the InterCon experience to our Booke
They have to be treated as a lot of pleasing as they kno below are some best practic
How to approach…
Boo
After expressing their desire to book Make them feel valued for their brand loyal continued patronage to the brand. at an InterContinental hotel… When answering questions and inquries…
Address questions/concerns with urgency is important. Should you need to buy time, to give them the best type of service which
These guests know more or less what to ex and amenities. Provide information that is When getting them to book a room… points they will be earning, new complimen and location during their visit. This approa
When it’s time to secure the reservation…
Be one-step ahead! Since these guests hav be assumptive. Ask them if they will be get used before, their special requests, etc. Fo to reference Completed and Future Stays, S as well as Stay Preferences. Using this info Remember to verify back in a way which m
When wrapping things up…
Thank them for ultimately rebooking at an to remember why they chose to stay with u
ntinental ers...
s such! Bookers do not need a lot of convincing but they do take ow the ins and outs of making a reservation. Compiled in the table ces on how you can easily customize your approach to them.
oker
lty. Provide appreciation for their
y and full knowledge. For these folks, time , explain that you are doing so to allow you h they deserve.
xpect from the hotel and room’s features considered of “extra-value” such as ntary amenities, great deals from the hotel ach may also work for Returning Shoppers.
ve every intent to book, it is important to tting the same type of room and rate they or Bookers, it is critically important for you Stay History/Shopping Summary in CEM ormation will help you to be more efficient. makes sense for an experienced guest.
InterContinental hotel. Give them a reason us again.
I LOVE the service you provide!!!
To provide the InterCont experience to our Shopp
You need to identify if you have between the two. A new Shoppe which has some similarities to a
How to approach… After expressing their desire to book at an InterContinental hotel… When answering questions and inquries…
Shopper - New Guest
Make them feel valued for their impeccable choice M in inquring about the InterContinental brand. br Provide a welcoming vibe to allow them to feel di comfortable.
Answer questions/concerns with patience. These g hence it is important to have an accomm
When getting them to book a room…
These guests will need to know basic information about the hotel/room in order to get them to seal the deal. Highlight important facts such as features, amenities and differences from other hotels.
When it’s time to secure the reservation…
Allow your guests to know what their options are. In being first time guests at the hotel , information such as check-in/check-out, using credit card details only to hold the room, cancellation timeframe, etc. are crucial for them to be assured of their choice.
Th an th ot to wh
Ha Th gu th th
tinental pers...
a new Shopper or a returning one as the approach may differ er will need more basic information in contrast to a returning guest a Booker. Check out our advised approach in dealing with them.
Shopper - Returning Guest
Make them feel valued for the possibility of rebooking the rand. Let them know that you are here to address (or ispel) any inquries they may have about the hotel.
guests tend to have a lot of questions and hesitations, modating tone when it comes to their needs.
hese guests may need to be refreshed on the features nd amenities of our hotels. It is important to highlight he difference of an InterContinental Hotel/Resort from ther hotels and brands recognizing that our quality is op notch! Make them remember what it is they liked hen they stayed before.
aving options are important for these guests as well. hese uests may not need to know every detail but reinforcing he important ones will provide the type of reassurance hey need.
You’re
AWESOME!
Our Call to Action...
Bringing guests in to the InterContinental experience is a major but rewarding experience. In order for you to succeed in your role, we ask you to apply the principles that are in this module.
1
Make your call remarkable from the start... By branding InterContinental Hotels and Resorts and making our guests feel welcome, initiating the InterContinental experience.
Identify if you have a Booker or Shopper...
2 3
By listening for verbal cues; Bookers usually have stayed at the hotel before and know exactly what they want. Shoppers, on the other hand, can be identified as a either a new guest (never stayed at an InterContinental hotel before) or a returning guest (have stayed at the brand/hotel before but is unsure if they want to again.)
Customize your approach depending on your guest’s profile... While maintaing great service! It is advisable that you use the guides shown here as they have been tailor-fit to provide the best type of interactions with your guests!
You are an Ambassador to the InterContinental know our guests bring in Brand... We revenue but you are the driving
force behind it. We want you to feel appreciated and we are doing this by providing the necessary skills to guide your success here at IHG® Hotels & Resorts. Use this to your advantage and help us make the
InterContinental brand #1 with our guests!
Thank You! The Presentation ends here